Spot & TangoThe customer this was delivered for.360 Customer Experience Audit Completed, Improved Shopping Cart Conversions
Spot & Tango, a personalized pet health and wellness subscription service, was experiencing significant growth after closing a significant funding round. As a pure-play digital startup providing a premium product, the company's continued success depended on delivering a top-notch customer experience. Leadership recognized the need for a complete independent audit of all customer touchpoints to identify improvement opportunities and retain customers. Spot & Tango utilized Wripple's platform to access a deep bench of freelance customer and user experience experts. After interviewing top candidates, they hired a customer experience professional with deep knowledge of ecommerce, digital media & marketing, and CPG. This expert was tasked with assessing the current 360-degree customer experience and developing a prioritized roadmap of improvement opportunities. The exhaustive assessment provided mission-critical insights into barriers that limited customers from advancing through the purchase path. This process aligned the leadership team on priorities for the business. Ultimately, the implemented customer experience improvements successfully filled more shopping carts, leading to more loyal customers.
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